Support intro
Sorry to hear you’re facing problems. 
The community help forum (help.nextcloud.com) is for home and non-enterprise users. Support is provided by other community members on a best effort / “as available” basis. All of those responding are volunteering their time to help you.
If you’re using Nextcloud in a business/critical setting, paid and SLA-based support services can be accessed via portal.nextcloud.com where Nextcloud engineers can help ensure your business keeps running smoothly.
Getting help
In order to help you as efficiently (and quickly!) as possible, please fill in as much of the below requested information as you can.
Before clicking submit: Please check if your query is already addressed via the following resources:
- Official documentation (searchable and regularly updated)
- How to topics and FAQs
- Forum search
(Utilizing these existing resources is typically faster. It also helps reduce the load on our generous volunteers while elevating the signal to noise ratio of the forums otherwise arising from the same queries being posted repeatedly).
Some or all of the below information will be requested if it isn’t supplied; for fastest response please provide as much as you can. 
The Basics
- Nextcloud Server version (e.g., 29.x.x):
31.0.13
- Operating system and version (e.g., Ubuntu 24.04):
Linux Mint Debian Edition 7
- Web server and version (e.g, Apache 2.4.25):
replace me
- Reverse proxy and version _(e.g. nginx 1.27.2)
replace me
- PHP version (e.g, 8.3):
8.3
- Is this the first time you’ve seen this error? (Yes / No):
yes
- When did this problem seem to first start?
during updating from 31.0.9 to 31.0.13
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
replace me
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
no
Summary of the issue you are facing:
My NC is installed on my website on a subdomain. By updating the NC the process stopped with an error for the folder “user_ldap” in the base directory (I don’t know if this should be there), I renamed the folder, the updater stopped again for the renamed folder. So via ftp I moved the folder out of the NC direction, the updater made what it should do - but the accounts setting was missing. Now I cannot login, there’s a message shown (in German) “internal Server Error”. I contacted the webhoster, they couldn’t fix the problem. The app on my phone says, the NC is still in maintenance mode. So I cannot login at all.
Steps to replicate it (hint: details matter!):
- it’s impossible to replicate it bc I cannot login
Log entries
Nextcloud
Please provide the log entries from your Nextcloud log that are generated during the time of problem (via the Copy raw option from Administration settings->Logging screen or from your nextcloud.log located in your data directory). Feel free to use a pastebin/gist service if necessary.
It is impossible to open this file. Any time I try to open, the text programm crashes….
Web Browser
If the problem is related to the Web interface, open your browser inspector Console and Network tabs while refreshing (reloading) and reproducing the problem. Provide any relevant output/errors here that appear.
?
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
no permissions to see the log file
Configuration
Nextcloud
The output of occ config:list system or similar is best, but, if not possible, the contents of your config.php file from /path/to/nextcloud is fine (make sure to remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => '------',
'passwordsalt' => '---------',
'secret' => '***REDACTED***',
'trusted_domains' =>
array (
0 => 'cloud.***REDACTED***.de',
),
'datadirectory' => '/home/www//cloud/data',
'dbtype' => 'mysql',
'version' => '31.0.13.1',
'overwrite.cli.url' => 'http://cloud.***REDACTED***.de',
'dbname' => '-----',
'dbhost' => '127.0.0.1:3306',
'dbport' => '',
'dbtableprefix' => 'oc_',
'dbuser' => '-----',
'dbpassword' => '-----',
'installed' => true,
'mysql.utf8mb4' => true,
'maintenance_window_start' => 1,
'maintenance' => false,
'theme' => '',
'loglevel' => 2,
'twofactor_enforced' => 'false',
'twofactor_enforced_groups' =>
array (
),
'twofactor_enforced_excluded_groups' =>
array (
),
'mail_smtpmode' => 'smtp',
'mail_smtpsecure' => 'ssl',
'mail_sendmailmode' => 'smtp',
'mail_from_address' => '-----',
'mail_domain' => 'pselbst.de',
'mail_smtpauthtype' => 'PLAIN',
'mail_smtpauth' => 1,
'mail_smtphost' => '-----',
'mail_smtpport' => '465',
'mail_smtpname' => '-----',
'mail_smtppassword' => '-----',
'updater.secret' => '$2y$10$GgnSJGR8z7ClWJbquZ.zx.HbuaK5zvUIpoizS/yiZCGhsK9Gf4uRu',
'maintenance' => false,
'memories.db.triggers.fcu' => true,
'memories.exiftool' => '/home/www/cloud/apps/memories/bin-ext/exiftool-amd64-glibc',
'memories.vod.path' => '/home/www/cloud/apps/memories/bin-ext/go-vod-amd64',
'memories.vod.ffmpeg' => '/usr/bin/ffmpeg',
'memories.vod.ffprobe' => '/usr/bin/ffprobe',
'memories.exiftool_no_local' => true,
'enabledPreviewProviders' =>
array (
0 => 'OC\\Preview\\Image',
1 => 'OC\\Preview\\Movie',
),
'app_install_overwrite' =>
array (
),
);
Apps
The output of occ app:list (if possible).
Usual apps like Notes, Photos, Calendar, Bookmarks…
Tips for increasing the likelihood of a response
- Use the
preformatted textformatting option in the editor for all log entries and configuration output. - If screenshots are useful, feel free to include them.
- If possible, also include key error output in text form so it can be searched for.
- Try to edit log output only minimally (if at all) so that it can be ran through analyzers / formatters by those trying to help you.
